Refund, change or cancellation

If you are an individual, returns of goods are possible:  

To exercise your right of withdrawal, you must notify us of your decision by email at [email protected] before the withdrawal period expires. 

The product must be returned in its original condition, complete (packaging, accessories, instructions…) and accompanied by the purchase invoice. BestSub Caribbean reserves the right to refuse the return if the product is incomplete, damaged or used beyond what is necessary to establish its nature, characteristics and proper working order.

a. Starting the Request: You can start a refund request by logging into your user account on the online shop www.bestsubcaribbean.com and going to your order history. A “Request a refund” option must be available for each eligible order. You can also contact our customer service by email or phone.

b. Request Assessment: Our customer service reviews your refund request to check that it meets the eligibility conditions (for example, defective or non-compliant products, or within the withdrawal period). Our customer service may also ask you to provide evidence (photos, description of the problem).

c. Approval and Processing: Once your request is approved, the refund is initiated using the same payment method used for the purchase. You will receive an email confirmation showing the amount refunded and the estimated time for the refund to appear in your account.

Change Request

a. Starting the Request: You can request a change to your order (change of product, delivery address, etc.) before shipping from your user account or by contacting customer service.

b. Request Approval: Customer service checks that your change request can be applied (availability of the new product, possibility of changing the address, etc.). If the order has already been shipped, the change cannot be made and another solution (return and new order) is offered.

c. Confirmation and Update: If the change is possible, you receive an email confirmation and the order is updated accordingly. If a price adjustment is needed, it is processed using the same payment method.

Cancellation Request

a. Starting the Request: You can cancel an order before it is processed from your user account or by contacting customer service. A “Cancel order” option must be available for each eligible order.

b. Request Approval: Customer service checks that the order has not yet been shipped. If it is still being processed, the cancellation is accepted.

c. Confirmation and Refund: Once the cancellation is confirmed, the refund is initiated and you will receive an email confirmation with the cancellation details and the refund timeframe.

After-Sales Service

For any question or problem, customers can contact after-sales service using the contact details provided on the site. After-sales service must be responsive and able to handle refund, change or cancellation requests quickly.

 

For business buyers: 

For business buyers, returns are not possible: 

BestSub Caribbean offers the option of buying samples to check product quality before ordering. 

BestSub Caribbean does not take back samples except under warranty (article 11).

If goods are exceptionally taken back, a 15% restocking fee will be charged, with a minimum of €15 excl. VAT. Outbound shipping costs will also be re-invoiced. Return costs are borne by the customer.  

 

If you are a business, returns are not possible: 

BestSub Caribbean offers the option of buying samples to check product quality before ordering. 

BestSub Caribbean does not take back samples except under warranty (article 11).

If goods are exceptionally taken back, a 15% restocking fee will be charged, with a minimum of €15 excl. VAT. Outbound shipping costs will also be charged. Return costs are at your expense.

If you exercise your right of withdrawal within the above period, BestSub Caribbean will refund you, as an individual customer, all sums paid, including delivery costs, within fourteen (14) days of receiving the returned product.

Under article L. 221-28 of the French Consumer Code, the right of withdrawal cannot be exercised for contracts for the supply of personalised goods or goods liable to deteriorate or expire rapidly.